Gotogroup7mo ago

Operations Senior Manager - Digital Identity

Jakarta · JakartaPermanentsenior

OperationsOperations Manager

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Overview

About the Role They say no man is an island, and this notion holds particularly true for this role. As our Strategic Project Lead,,

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OperationsOperations Manager

About the Role

They say no man is an island, and this notion holds particularly true for this role. As our Strategic Project Lead,, you’ll be an instrumental cog in the verifications wheel of GoJek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance to regulation. You will be in the driver seat to translate company goals into initiatives with tangible result by doing cost and benefit analysis.

Manage operations for GTF Digital Identity, including productivity, capacity planning, daily monitoring, staffing, and work environment to meet KPIs (Lean, SLA, Accuracy).

Oversee vendor management (MP & BPO), develop vendor scorecards, conduct regular performance reviews, and recommend replacements if needed.

Lead complaint handling improvements for KYC/KYB (new & existing users) with focus on journey friction and cost optimization; conduct ongoing cost-benefit analysis to support lean ops at scale.

Identify risks in lifecycle management and recommend strategies to mitigate them while improving efficiency and reducing account opening lead times.

Develop and implement AML-related frameworks, policies, and procedures aligned with regulatory requirements, ensuring preventive/detective KYC controls in partnership with risk & fraud teams.

Manage relationships and communication with stakeholders across Business, AML, Compliance, Risk, Product teams (internal & external).

Act as PIC for audits (internal & regulatory) and budget for Digital Identity Ops.

A relevant Bachelor or Master Degree from reputable University

Should have at least 8 years of experience in a financial institution or start up and have a background in leading a big team from various seniority level.

Strong sense of operational risk and regulatory risk

Team player (adaptable, communicative, strategic, collaborative)

Analytical mindset (able to understand the context, find the correlation between topic, and draw the conclusion)

Problem-solving (able to link the information to solve the problem)

Able to work in a fast paced environment where several processes are still in the process of building.